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FAQ

HOW DO I PLACE AN ORDER?

Start by selecting your country of region in the upper right corner in your internet browser or by pressing the three lines in the upper right corner if you are using a mobile device

Choose the products you wish to purchase and size if needed, add the items to your bag and continue to checkout by pressing the little shopping bag icon.

Either choose to continue as guest, creating an account or log in to an already existing account.

Fill out your shipping information. Make sure to enter all the information correctly. It is not possible for us to change it after an order has been placed.

Choose preferred payment method. All payment methods that you can choose from in your region are available at the checkout page.

Place your order and await your order.

SHIPPING INFORMATION

Your package will be shipped within 24 hours during business days from the date you placed the order. Once the package has been dispatched from our warehouse an email with tracking ID will be sent to the email address you provided when placing your order.

If your package has not reached you within the promised delivery time start by searching for the package with the tracking ID you were provided with in the shipping confirmation email. If you are unable to track the package or are experiencing difficulties with the shipment please contact help@ivyrevel.com for further assistance.

RETURN

You are welcome to return your order within 14 days from the delivery of your package. Please note that certain campaigns can have other conditions.

All products must be returned in perfect condition. The Ivyrevel products should not have been worn, used or washed. Returns will only be accepted if the products are returned with original packaging fully intact. For hygiene reasons underwear briefs and pierced jewelry cannot be returned or exchanged. Swimwear briefs and swimsuits can only be returned or exchanged if the sanitary liner strip is intact.

Refunds will be issued excluding the return cost. Ivyrevel will not compensate for returned packages lost in the return shipping and it is of great importance that you keep the tracking ID of the return shipment until the return has been registered.

The return process differs between countries and information on how to proceed is added to the package. If anything feels unclear or if you feel that there is lack of information please contact us at help@ivyrevel.com

When your return has been processed by our warehouse you will be notified by email. Keep in mind that the return process can take up to two weeks from the date you shipped the package back to us. Have you not heard anything within that time period please contact us at help@ivyrevel.com and state order ID, tracking ID for the return and items you have sent back.

EXCHANGE

We are unable to make exchanges for the time being and therefore ask of you to return the package for a refund and simply place a new order for the other size or item you wish to receive. If the price differs, please let us know of the new order number and we will refund the price difference.

PAYMENT

All payment methods that you can choose from in your region are available at the checkout page. If you are having troubles with your payment it can be one of the following reasons:

- Direct bank transfer or credit/debit card: Your card is not valid for purchases abroad, not open for purchases online or insignificant funds.

- Klarna invoice: If you are unable to place your purchase with Klarna the information of why is classified due to privacy reasons. You therefore need to contact Klarna’s support for assistance.

- PayPal Insignificant funds or issues with your PayPal account, if the later, please reach out to PayPal support.

CHANGE/CANCEL ORDER

We always do our very best to make sure that your order is shipped as fast as possible. However, this also means that unfortunately you cannot make any changes or cancel your order, since it has already been processed by our warehouse.

If you no longer wish to receive your order please decline the delivery when the courier attempts to deliver or by not collecting it at the local service point if it has been delivered there. The package is automatically shipped back to us within 14 days.

DO I HAVE TO PAY VAT?

For customers within the European Union and Norway, VAT (25%) is included in all prices. For customer outside the European Union (excluding Norway), VAT/sales tax is NOT included in the prices. VAT/sales tax is instead charged by customs agencies when your package reaches your country of residence.

HOW DO I APPLY MY DISCOUNT CODE?

If you have a discount code it is added in step 2 when completing the purchase:

I HAVE NOT RECEIVED MY ORDER CONFIRMATION

If you have not received your order confirmation please check the spam folder to start with. If it has not been filtered there contact customer service at help@ivyrevel.com to make sure that nothing is wrong with the order. Provide as much information as possible in your email such as order ID (if possible), your first and last name, full address and items ordered.

ORDER ISSUES/ RECLAIM

Firstly, we want to say we are sorry that you received a faulty or incorrect product. We will do our best to make it up to you. Please contact us at help@ivyrevel.com for assistance in the matter.

HOW DO I KNOW WHICH SIZE TO ORDER?

If you feel uncertain about the sizing we advise you to check out our size guide. If an item runs small or large the information is added to the item information.

I CAN'T FIND THE ITEM I AM LOOKING FOR

If the an item or size is unavailable on the website it is out of stock. You can contact our customer service to see if we will restock it and to be added to the restock list if we do.